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Complaints
Where a complaint goes, who decides it, how long we take, and what you can do if the answer is wrong.
Last updated 29 July 2026
1. What we commit to
Every complaint is logged, given a reference number and answered in writing. You will not be handed between people and asked to start again, and nothing is closed without telling you the outcome and the reasoning behind it.
2. First, your consultant
Most complaints turn out to be a misunderstanding about scope or timing, and the consultant on your file can settle those fastest. Call or write to them directly. Acknowledged the same working day, answered within 7 working days.
3. Second, the grievance officer
If your consultant has not resolved it, or if the complaint is about your consultant, take it to the officer below rather than back to the same person. A complaint at this level is tracked separately from the file.
- Grievance officer
- Harish
- Telephone
- +91 96633 96610
- By post
- Kenstone Credit, Flat #117, Mahaveer Coral Apartment, 15th Main, 17th H Cross, JP Nagar 5th Phase, Bengaluru, Karnataka 560078, India
- Business hours
- Monday to Saturday, 9:00 am to 6:00 pm IST
- Acknowledged
- Within 48 hours, with a reference number
- Decided
- Usually within 15 working days, never beyond 30 days
4. Third, the proprietor
If the officer's decision does not satisfy you, write to the proprietor, Seethalakshmi J H, at harish@kenstone-credit.in or at the registered address, marking it "escalation" and quoting your reference number. You will have an answer within 15 working days. That is the last word inside this firm.
5. What to include
- Your name, registered phone number and email
- The invoice or payment reference, if money is involved
- Your existing complaint reference, if you are escalating
- What happened, when, and who you dealt with
- What you want done about it
- Copies of anything relevant
6. Outside this firm
Nothing above takes away a right you have in law. You can go to:
- Consumer forums. The National Consumer Helpline on 1915 or at consumerhelpline.gov.in, or a complaint to the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.
- The credit bureau's own channel, where the complaint concerns a report or how a dispute was decided. TransUnion CIBIL, Experian, Equifax and CRIF High Mark each publish a nodal officer and a complaints process.
- The lender's channel, then the ombudsman. Where the complaint is against a bank, an NBFC or a credit information company, exhaust the lender's own grievance channel and then use the Reserve Bank – Integrated Ombudsman Scheme, 2021 at cms.rbi.org.in. That route exists for those regulated entities and not for complaints against us, since we are not regulated by the Reserve Bank of India.
7. Complaints about money
Refund requests run under refunds and cancellation and follow the timelines set out there. If money was taken from you by someone claiming to act for us but not against our invoice, tell us the same day on +91 96633 96610. We never ask for payment to an individual by name or into a personal account.
8. What we do with them
Complaints are kept in a register with the action taken and the time it took, and reviewed periodically so that the cause is fixed rather than the symptom.